Escalation Groups

Introduction

Escalation Groups allow you to organise users who should receive tickets when they need to be escalated. You can configure these groups based on company, department, problem category, and location to ensure that escalated tickets reach the appropriate people.

Once an escalation group is configured, it can be associated with a problem category under Sidebar > Ticket > Problem Category to define who should receive escalated tickets for that category.

Using this section, you can:

• Create Escalation Groups: Define groups based on company, department, and problem category to manage ticket escalations.

• Configure Location-Based Escalations: Assign escalation responsibility based on the ticket's location, ensuring that the appropriate users receive escalated tickets.

• Control Category Access: Configure groups for specific problem categories so that escalation rules apply only where required.

• Manage Group Members: Add or remove individual users who should receive escalated tickets.

• Clone Existing Groups: Create a new escalation group by copying an existing group's configuration.

• Import Members in Bulk: Add multiple users to a group by importing an XLSX template.

Example: If a ticket related to a hardware issue at the Mumbai office breaches its SLA, the configured escalation rules can route it to the designated escalation group for that department, category, and location.

These settings help ensure that tickets requiring additional attention are escalated to the right people at the right time.

📍 Navigation: Sidebar › Ticket › Escalation Group

Viewing Escalation Groups

The list displays the group name, company, department, problem category, subcategory, member count, creation and update dates, and available actions.

_{Escalation Group List}

Escalation Group list columns

Creating an Escalation Group

Step 1 → On the Escalation Group screen, click Add Group Details.

Step 2 → Enter the group name, select the company and department, and choose the Problem Category.

Step 3 → Set Location Based to Yes or No, as appropriate.

Step 4 → Click Save to create the group.

_{Add Escalation Group Form}

Escalation Group fields

Cloning an Escalation Group

Step 1 → Select Clone for the group you want to copy.

Step 2 → Review or enter the group name, company, department, category, and Location Based value in the cloned form.

_{Clone Escalation Group Form}

Step 3 → Click Save Changes to create the cloned group, or Close to cancel. The cloned group retains the original group’s members and related settings.

Managing Escalation Group Users

Step 1 → Open Manage Group Users for the required escalation group.

_{Manage Escalation Group Users}

Step 2 → Review each group member’s username, location, location access, and internal-location access.

Escalation Group member list columns

Adding an Escalation Group Member

Step 1 → From Manage Group Users, click Add Group User.

Step 2 → Select a user and choose the required Location Access.

_{Add Escalation Group Member Form}

Step 3 → Select Select All to include all applicable locations. If needed, select an Internal Place.

Step 4 → Click Save to add the user.

Add Escalation Group Member fields

Importing Escalation Groups

Step 1 → Open Escalation Import from the import control on the Escalation Group screen.

Step 2 → Download the format workbook and leave the header row unchanged.

Step 3 → Populate the workbook with existing company, department, category, subcategory, user, and location values as specified in the on-screen instructions.

Step 4 → Upload the completed XLSX file using the import control. ![Upload(https://contactservicedesk.com/FileManagement/storage/files/1/ticket/Escalation-Group/Upload_file_escalation.png)

Escalation import field requirements

Managing Existing Escalation Groups

Edit or delete a group

Step 1 → Locate the group in the Escalation Group list and select Edit or Delete.

Step 2 → For edits, update the fields and save. For deletion, review the prompt and confirm if the group is eligible for removal.